English-Speaking Support Associate (Full-time - Remote)

⭐ Join Wolt as an English-Speaking Support Associate ⭐

We're on the lookout for full-time (40 hrs/week) Support Associates who speak English fluently to join our amazing Support team and be a part of our Shared Service Center, supporting multiple Wolt countries worldwide.

💙 What you’ll be doing:

As a Support Associate at Wolt, your key responsibility is to ensure that our customers and partners enjoy a positive experience and receive the help they need within the expected timeframes. We’re looking for colleagues who value a stable and pleasant work environment just as much as continuous learning and skill development in delivering exceptional customer service in a fast-paced setting.

🌟 Day-to-day in this role, you’ll:

• Handle customer, courier, and merchant inquiries through live chat, phone, and email support
• Resolve escalations, operational issues, and time-sensitive cases quickly and professionally
• Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs
• Maintain a high-quality customer experience by using empathy, clear communication, and Wolt’s tone of voice
• Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines
• Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools
• Stay up to date with new processes, market changes, training materials, and internal updates

📝 Your profile:

• Excellent communication skills and plenty of patience
• Persistence, kindness, and empathy help you find the best solution for everyone involved
• Great attention to detail and strong focus
• You’re not intimidated by complex tasks that require quick thinking and good organization
• You handle stressful situations, you multitask, and you can handle multiple incoming interactions with ease
• Making fast decisions in challenging moments is one of your strengths
• You understand the importance of great customer experience
• You’re fluent in both Serbian and English (C1)
• You have at least a high school diploma
• You are willing to work in shifts, and on weekends, holidays, we operate 24/7
• You’re comfortable with new apps and systems, and adapt quickly to changes
• Any previous work experience is welcome, especially in a similar role - but it’s not a requirement! We’ll teach you everything you need to know.

🎁 What’s in it for you:

• Fully remote work
• Starting salary: 105000 RSD gross + 50% extra pay for weekends, 110% holidays, and 26% night hours (22-06 hours)
• 5-day work week
• 60 minutes of paid break time - You will receive the legally required 30-minute paid break, plus an additional 30 minutes of paid break provided by us as an employee benefit
• At least 25 days of paid vacation, with a possibility for additional paid days off
• Private Health Insurance
• 15% cashback on your Wolt orders
• Access to the FitPass program
• 2-week structured onboarding program
• Structured mentoring from our Team Leads
• Training sessions, workshops, and learning opportunities to enhance your skills
• A clear career development path, your growth as a Support Associate is our priority! With our support, you’ll have opportunities to grow and build your career within the company
• Wolt-wide training programs
• Employee Assistance Program for you and your immediate family
• A friendly, tolerant, and inclusive work environment
• All necessary equipment for your work (laptop, monitor, headset)

⏱️ Working hours:

Wolt Customer Support operates 7 days a week, 365 days a year, 24/7.
You’ll be working in 8-hour morning, afternoon shifts or night shifts, including weekends and holidays, depending on business and organizational needs.

💻 Technical requirements:

• A strong and reliable internet connection and a suitable remote working environment without distractions
• This is a fully remote position, but all work must be performed from Serbia only
• Candidates must also be available to fully participate in the training and onboarding process

🚀 Next steps:

What to expect from onboarding:

Your onboarding starts through our e-learning platform, and during your first week, you’ll work closely with a trainer. Training lasts 2 weeks, and during this period, you’ll always have someone to guide you through your shifts. After that, you’ll be supported by your Team Lead, who also acts as your mentor.

We review applications continuously, so don’t wait! Apply as soon as possible, and we’ll get back to you shortly.